FAQS
Frequently Asked Questions
Welcome to the ALUCINICO Help Center. We've answered some of the most common questions below to help make your shopping experience as seamless as possible. If you need additional assistance, our Client Experience Team is always happy to help.
Email: info@alucinico.com
Orders
Can I modify or cancel my order?
Orders begin processing shortly after they are placed to ensure timely fulfillment. If you need to request a modification or cancellation, please contact us immediately at info@alucinico.com.
While we will do our best to accommodate your request, we cannot guarantee changes once an order has entered processing or has been shipped.
How do I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
Please allow up to 24 hours for tracking information to become active after your package has been scanned by the shipping carrier.
My tracking hasn't updated. Is something wrong?
Not necessarily.
Tracking updates may temporarily pause while your package is in transit or during weekends, holidays, or periods of increased shipping volume.
If your tracking has not updated for several business days, please contact our Client Experience Team and we will gladly assist you.
Shipping
Do you ship internationally?
Yes.
ALUCINICO proudly ships to customers around the world. Shipping availability and delivery times vary depending on your destination and the shipping method selected during checkout.
How long does shipping take?
Processing and delivery times vary depending on product availability, destination, customs processing, weather conditions, and carrier performance.
Estimated delivery dates displayed during checkout are estimates only and are not guaranteed delivery dates.
Do I have to pay customs duties, import taxes, or brokerage fees?
For international orders, customs duties, import taxes, VAT, brokerage fees, and other government-imposed charges are not included in your purchase price or shipping costs unless otherwise stated during checkout.
These charges are determined by your country's customs authority and are the responsibility of the recipient.
If applicable, your shipping carrier may require payment of these fees before or upon delivery of your package. Failure to pay any required customs or import charges may result in delays, the return of your shipment, or additional fees.
ALUCINICO has no control over these charges and cannot estimate, collect, or reimburse customs duties, taxes, brokerage fees, or other import-related costs.
We recommend contacting your local customs office or shipping carrier before placing an international order if you have questions regarding potential import fees.
Returns & Warranty
Do you accept returns?
Due to the limited nature of many ALUCINICO collections, all sales are final.
We do not accept returns or exchanges for change-of-mind purchases.
What if my item arrives damaged or defective?
If your product arrives damaged or experiences a manufacturing defect within 30 days of delivery, please contact our Client Experience Team at info@alucinico.com.
Please include:
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Your order number
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A description of the issue
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Clear photos or videos of the product
If your claim is approved, we will provide a replacement at no additional cost.
What is covered under your warranty?
Our limited warranty covers manufacturing defects reported within 30 days of delivery.
The warranty does not cover:
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Normal wear and tear
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Accidental damage
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Improper installation
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Product modifications
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Misuse or abuse
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Cosmetic damage occurring after delivery
For complete warranty details, please review our Refund & Warranty Policy.
Products
Will sold-out products be restocked?
Some products may return in future collections, while many limited-edition releases are produced in limited quantities and may never be restocked.
For the best opportunity to purchase future releases, we recommend joining our Email and SMS Community for exclusive updates and early access.
Are your products authentic?
Absolutely.
Every ALUCINICO product is thoughtfully designed with a commitment to premium quality, craftsmanship, and originality. We take pride in creating products that reflect the standards and creativity of our brand.
Will my product look exactly like the photos?
We make every effort to accurately represent our products through photography and product descriptions.
Minor variations in color, embroidery, stitching, materials, finishes, or overall appearance may occur due to manufacturing processes, lighting conditions, or individual device displays.
Payments
What payment methods do you accept?
We accept all major payment methods available through Shopify, including major credit and debit cards, Shop Pay, PayPal, and other payment methods displayed during checkout.
Is my payment information secure?
Yes.
Your security is important to us. All payments are processed through secure, encrypted payment providers. ALUCINICO does not store complete payment card information on our servers.
SMS Community
Why should I join the ALUCINICO SMS Community?
Subscribers receive exclusive benefits including:
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Early access to new collections
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Limited-edition releases
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Restock notifications
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Subscriber-only promotions
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Product launch announcements
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Special events and giveaways
Message frequency varies.
Message and data rates may apply.
Consent is not a condition of purchase.
Reply STOP to unsubscribe or HELP for assistance.
Customer Support
How can I contact ALUCINICO?
Our Client Experience Team is available to assist with:
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Orders
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Warranty claims
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Product questions
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Collaborations
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General support
Email: info@alucinico.com
When can I expect a response?
We strive to respond to all inquiries within 1–2 business days.
Response times may be longer during new product launches, holidays, or periods of exceptionally high inquiry volume.
We appreciate your patience and look forward to assisting you.
Still Need Help?
If you couldn't find the information you were looking for, our Client Experience Team is here to provide personalized assistance.
At ALUCINICO, we're committed to delivering an exceptional experience before, during, and after every purchase. Whether you have questions about an order, product, warranty, shipping, or anything else, we're always happy to help.
Contact us anytime at: